Customer Support Calls Manager - Remote

Overview

We’re looking for a high‑energy, motivational Customer Support Calls Manager to lead our team of 10–15 remote customer support associates. This role is about balancing performance and quality: keeping the team engaged, focused, and motivated while delivering exceptional member experiences.

In Short

• Lead, coach, and motivate a team of remote calls agents.
• Manage call campaigns focused on engagement and milestones.
• Build a positive, high‑energy team culture.
• Monitor team KPIs related to call quality, conversions, and call completion.
• Partner with Quality Monitoring Specialist for performance reviews.
• Provide constructive coaching and feedback.
• Hold regular 1:1s and team meetings.
• Drive continuous improvement in processes and workflows.
• Act as a point of escalation for complex queries.

Requirements

• Experience in customer support management.
• Strong leadership and motivational skills.
• Ability to analyze performance metrics.
• Excellent communication skills.
• Experience with call center operations.
• Capability to implement training and development programs.
• Understanding of quality assurance standards.
• Experience in a remote work environment.

Benefits

• Opportunity to make a positive impact on health.
• Work with a passionate and dedicated team.
• Flexible working environment.
• Competitive salary and benefits package.
• Professional development opportunities.